The Role
Manage a portfolio of B2B customers throughout onboarding and the customer lifecycle. Build relationships, develop success plans, monitor product usage and customer health, drive adoption and retention, deliver customer reviews and training, identify churn risks and expansion opportunities, and collaborate with Sales, Product, Marketing, Support, and Retention teams. Maintain accurate account records and contribute to scalable customer success processes and engagement programs.
Summary Generated by Built In
The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle.
Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.
The CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience.
As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention.
Key Responsibilities
- Manage customer onboarding, success plans and engagement across an allocated portfolio.
- Build relationships with users, decision-makers and commercial stakeholders.
- Monitor usage, engagement and customer health, acting early to mitigate risk.
- Deliver customer reviews, training and tailored initiatives that increase adoption and value.
- Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
- Maintain accurate account records and contribute to team knowledge sharing and improvement.
Skills Knowledge and Expertise
- Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
- Strong communication, relationship-building and organisational skills.
- A proactive, customer-focused and commercially aware approach.
- Confidence using data and customer insight to prioritise actions and improve outcomes.
- Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
- Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.
Success Measures
- Gross Revenue Retention (GRR)
- Renewal rates and churn reduction
- Product adoption and utilisation
- Customer engagement and health score improvements
- Customer Satisfaction (CSAT)
- Percentage of customers enrolled in digital journeys and automated engagement programmes
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
Start of employment:
- Eye care
- Employee Assistance Programme
- A day off for your birthday
After 3 months employment:
- Pension (4% employer contribution and 4% employee contribution)
After 4 months employment:
- Life assurance
After probation:
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
After 1 year service:
- Private healthcare
Additional Perks:
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
About
Please visit our website for more information.
Skills Required
- Experience in a customer-facing B2B role
- Customer Success or account management experience
- Strong communication, relationship-building, and organizational skills
- Proactive, customer-focused, and commercially aware approach
- Confidence using data and customer insights to prioritize actions and improve outcomes
- Experience with a customer success platform such as ChurnZero, Gainsight, or Planhat
- Experience in subscription services, intelligence, data, research, or professional services
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The Company
What We Do
Law Business Research (LBR) is a technology-enabled information services business powering the global legal industry with intelligence, analytics and performance data. We are a fast-growing, innovative company with a dynamic and diverse culture, and we take great pride in delivering a world-class, cutting-edge service to our global clients. By applying the latest technology to the fast-moving legal world, we enable our users to find their competitive edge and decide with confidence, armed with the insight they need. LBR delivers trusted intelligence and insight to users around the world through a range of tools and platforms that combine proprietary data and unique analysis. We make sense of complex, fast-changing information and enhance critical decision-making. With an international team of over 500 experienced professionals, LBR has a proven track record of informing, engaging and connecting legal practitioners. Our specialist platforms help clients enhance their decision-making, manage legal risk and drive improved performance.
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